Experience

Boardwalk

• Canada
• Real Estate
• 300 - 400 Employee

• Senior Business Analyst & Developer (Power BI, SharePoint Online, Chatbot, Power Apps, O365)

  • Sep 2019 - Present

  Summary: Develop reports/dashboards using MS Power BI for managers and executives to show progress of PMO initiatives, to streamline productivity of the warehouse among other areas of the organization and to perform marketing analysis. Implement Chatbot solution to help users and the support team to manage incoming requests. Migrate files from the network drive to SharePoint Online. Create AS-IS and TO-BE processes in addition to gather requirements and covert them to user stories to improve the existing in-house developed and convoluted ordering solution. • Meet with managers and executives to identify what they want to analyze and to find the data sources in order to create powerful reports using SQL queries and DAX expressions • Configure from scratch a chatbot solution to improve customer experience by routing users to the proper queue and teach the support team on how to efficiently use it • Gather requirements and convert them to user stories for the development team while providing business process improvements to the ordering process by review and streamlining some key points • Work in conjunction to a third-party vendor to provide a migration plan to migrate files from the network drive into SharePoint online • Tools: Power BI Desktop/Services/Gateway/DAX, MS Office 365, SharePoint Online, Intercom Chatbot, MS Teams, Windows 10, Photoshop, Illustrator Show less



WestJet

• Canada
• Airlines and Aviation
• 700 & Above Employee

• Senior Business Analyst & Developer (Azure, Power BI Developer, SharePoint Online, Power Apps, O365)

  • Sep 2018 - Sep 2019

  Summary: Migrated applications from two data centers to MS Azure cloud services. Developed multiple dashboards using MS Power BI for senior management and executives to inform the progress of O365 and Cloud Migration projects. Created solutions using MS Power Apps to O365 and Cloud Migration projects to help with user adoption. Slide deck wizard for managers and the CTO. • Act as a conduit between business and technical teams to obtain any clarification, translating questions and issues into business language for stakeholder input and decisions • Facilitate and analyze stakeholder discussions at all stages of the project • Develop a process to allow the cloud migration team to be extremely efficient by mapping the entire intake process on Visio and creating a few templates (i.e. presentations and requirement documents) that can be reused across projects • Work with the project team to develop solution options and provide effort estimates • Provide expertise in relation to the creation multiple Power BI Dashboards, a few Power Apps solutions and slide deck presentations for managers, program manager and the CTO • Applications: MS Office 365, Jira, Windows 10, SharePoint Online, Power BI Desktop/Services/Gateway/DAX, Power Apps, MS Azure, MS Teams, Photoshop, Illustrator, Citrix Show less



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Senior Business Analyst (Artificial Intelligence, Chatbot and Predictive Search)

  • Feb 2018 - Aug 2018

  Summary: Implemented Artificial Intelligence with Chatbot and Power Search, providing a web channel where the end users ask conversational questions to the bot or in a search bar, and receive a list of most relevant articles answering the query from integrated knowledge base. The selection of the articles is performed applying cognitive framework, which uses advanced natural language understanding (NLU) techniques to analyze the question and context, and consequently predict the intention. Implemented payment via chat, improving customer experience by letting customers to process their payments online, but also reduces the amount of time spent by agents during their conversation. • Stood as liaison among business stakeholders such as managers, product owners and technical teams to identify and document business and technology requirements in addition to their impact across multiple projects and line of businesses (MyShaw.ca, ShawDirect.ca, MyShaw App, Community.Shaw.ca) • Created detailed process flows showcasing different scenarios of interactions between Customer, Chat Bot and Live Agent for the AI (artificial intelligence) Facebook Messenger implementation project, including the identification of dialog types, the most effective way to rendered them to the Customer, how to use feedback collection, escalation and sample content • Produced outstanding documentation such as Visio diagrams showing AS-IS and TO-BE, user stories and mock ups to support project activities • Supported project team members and business in the analysis of tasks, issues, risks and schedule • Facilitated requirements gathering sessions to understand business and technology changes • Worked closely with SAs, Devs, QAs and external vendors to ensure the solution meets the business requirements • Applications: MS Office 365 Pro Plus, Jira, Confluence, Windows 10, Wysdown Chatbot, SnagIt 12, Cisco, Jabber, Skype, Microsoft Teams Show less



Government of Alberta

• Canada
• Government Administration
• 700 & Above Employee

• Senior Business Analyst (Advanced Education @ Provincial Government of Alberta via CGI)

  • Aug 2016 - Feb 2018

  Summary: Upgraded a 10 years old application and two other external facing portals (all developed on .NET) that manages all the apprenticeship information within the province of Alberta, to align with current business needs by making them mobile friendly, adding new key functionalities to users, introducing new processes to address important issues, in addition to ensure they were properly integrated so the information could move across all three systems. • Worked with business clients and technical teams on the design, development and implementation of business applications based on .NET technology • Facilitated requirements gathering sessions to understand business and technology changes via workshop validation, including the preparation and distribution of slide decks and meeting minutes • Created, analyzed and managed high quality documentation (meeting business, security, privacy and operational requirements) such as Visio diagrams showing AS-IS and TO-BE, user stories, business requirements, slide decks, meeting minutes, mock ups and business cases • Worked closely with developers and QA to ensure the solution meets the business requirements • Supported project team members and business in the analysis of tasks, issues, risks, schedule and change management activities • Obtained sign-off on the deliverables from the appropriate program/project sponsors • Applications: MS Office, SharePoint 2010, Balsamiq, Windows 7, SnagIt 12, Citrix, JIRA, Microsoft Team Foundation Server (TFS) Show less



Tervita Corporation

• Canada
• Environmental Services
• 400 - 500 Employee

• Senior Business Analyst (COTS product)

  • Oct 2015 - Apr 2016

  Implemented a new customer portal solution using a third party COTS product in addition to support the waste processing division, by understanding business processes, master data & metadata management and underlying system functionalities, providing complex issue resolutions and configuration change recommendations. • Met with stakeholders to discuss, document, review and ensure sign-off of the business requirements and functional specifications documents to implement a COST product • Performed impact analysis on requested changes to requirements and functional specifications to ensure they align to the business goals • Worked closely with Developers and QAs to ensure full understanding of the requirements and their business context • Assisted creating test cases, coordinating and monitoring user acceptance testing • Developed wireframes and mockups to help stakeholders, Developers and QAs to visualize the solution • Collected and analyzed feedback from end users to create requirements for subsequent releases of the solution • Executed change management activities to support the project • Documented new business process using Visio and recommended improvements to existing ones • Understood the business issues, challenges of the organization and how technology impacts the business to effectively analyze current state, identify problems, opportunities and propose solutions • Applications: SharePoint 2010, Liferay, QFAIM, Hazmat, Pencil, MS Office, Windows 7, SnagIt 12, Citrix, ServiceNow, Adobe Forms Show less



Gibson Energy

• Canada
• Oil and Gas
• 400 - 500 Employee

• Business Analyst & Developer (SharePoint Online)

  • Apr 2015 - Aug 2015

  Provided governance, best practices, configuration and administration to support migration of SharePoint 2007 and 2010 sites and content to SharePoint Online. • Worked as liaison with business stakeholders such as VPs and Managers from various groups such Terminals and Pipelines, Corporate Planning and Development, IS, Marketing, Finance and Engineering to identify and document business and technology requirements on various project types • Provided a range of BA deliverables such as impact assessments, business processes analysis, workflows documentation, business and functional requirements gathering, test plans, use cases, training material, end user training/support • Acted as a SME providing best practices and input to solutions developed to ensure a successful implementation and transition to support • Supported business units with change management, end user system training and after go live support • Hands on configuring multiple solutions (team sites, project sites and committee sites) to meet business needs • Support business units with change management and end user system training • Applications: SharePoint 2007/2010/2013/Online, Office 365, OneDrive, Windows 7, SnagIt 12, Active Directory, Citrix, VMware, Jira Show less



Husky Energy

• Canada
• Oil and Gas
• 700 & Above Employee

• Business Analyst & Developer (Salesforce - SharePoint - Livelink)

  • Sep 2013 - Feb 2015

  Addressed stakeholders concerns by developing solutions using Salesforce, Livelink and SharePoint to enable the organization to improve sales inefficiencies and customer experience. • Provided day-to-day Salesforce support, training, administration (managing user setup, profiles and roles) and software configuration (customization of objects, fields, record types, page layouts, workflows, triggers, data validations, reports and dashboards) • Worked collaboratively with IS and multiple groups within Marketing, Legal and IS departments to successfully implement solutions based on Salesforce platform • Liaised between business stakeholders, project and technical teams to ensure the solution implemented meet with business needs and complies with IT standards • Documented business requirements, helped on the design, configuration, training and support initiatives • Applications: Salesforce, SharePoint 2010, Livelink, MS Office 2010, Windows 7, SnagIt 7, Active Directory, Citrix, VMware, Jira Show less



Inter Pipeline

• Canada
• Oil and Gas
• 700 & Above Employee

• Business Analyst & Developer (SharePoint - COTS product)

  • Feb 2012 - Sep 2013

  Responsible for continual SharePoint, team site, intranet, document management & migration and collaboration service improvements and implementations. In addition, successfully implemented and integrated a new third party COTS product to SharePoint. • Worked as liaison between internal and external stakeholders to understand and document business needs and processes to successfully implement and integrate a COTS product to SharePoint • Implemented new processes, technology and organizational changes to support end-to-end solution • Designed business process work flows in varying levels of detail, documenting them textually and within functional swim lanes (Visio) • Developed business requirements and procedures, implementation and communication plans, file upload strategy, used case scenarios, test scripts and training material • Assisted with the development of a data cleansing and migration strategies to manage more than 40K of existing drawings and x-ref files prior to be imported into the system • Applications: SharePoint 2007 and 2010, InfoPath, Nintex, MS Office 2010, Windows 7, Citrix, VMware WebEx, SnagIt 7, Cadac Organice Explorer, Jira, Photoshop, Balsamiq Show less



North West Refining Inc.

• Canada
• Oil and Gas
• 1 - 100 Employee

• Business Analyst (Livelink)

  • Aug 2011 - Feb 2012

  Developed from scratch a new folder structure, categories, attributes and security model including configuration. Assisted with document migration, archiving of legacy information and added new functionalities to a new Livelink environment allowing users to easily save and retrieve their documents. • Provided day-to-day support, administration and Livelink software configuration • Stakeholder for some of the key projects including: enhancing the current implementation of Livelink to support immediate project needs, hardware migration from current infrastructure to new infrastructure and the implementation of a new folder structure and instance of Livelink for the Projects, Corporate and Operations and Maintenance departments • Worked with the business to clean up legacy systems including the cleansing of existing data and the migration or archiving of legacy information • Built from scratch new folder structure, categories and attributes, security configurations (managing user roles, groups, user accounts) and PDF request forms to better support departmental requirements • Developed and documented all business, user, functional requirements, workflows, processes, designs, prototypes, and communicated these to stakeholders • Applications: Livelink, MS Office 2010, Windows 7, SnagIt 7, Photoshop, Adobe Forms, Citrix Show less



ENMAX

• Canada
• Utilities
• 700 & Above Employee

• Business Analyst (Livelink)

  • May 2011 - Aug 2011

  Upgraded existing Livelink environment creating new categories, attributes and custom reports to allow HR department to properly migrate and manage more than 10K documents. • Conducted full project development lifecycle (feasibility, planning, design, development, testing, implementation, and hand off) allowing HR department to migrate more than 10K documents to Livelink • Developed and documented all business, user, and functional requirements, workflows, processes, designs, prototypes, and communicated these to stakeholders • Recommended solutions for processes after performing deep analysis based on departmental needs empowering managers to make better decisions • Reviewed and redesigned the department’s website structure (navigation) and revised its content • Built and managed relationships with key business stakeholders • Proactively managed client expectations and collaborated with other business groups • Applications: Livelink, MS Office 2007, Photoshop, Citrix, Windows XP Show less



Newalta

• Environmental Services
• 200 - 300 Employee

• Manager, SAP Master Data Management

  • Sep 2010 - Apr 2011

  Managed team of 4 coordinators and 1 analyst to accurately and efficiently maintain SAP master data. Moreover held frequent meetings with functional groups to strengthen relationship with the MDM team. • Directed the efforts of the Master Data Management team and held frequent interactions with all functional groups • Oversaw team productivity to achieve an effective workload balance while meeting department goals • Managed team of coordinators and analysts to accurately and efficiently maintain SAP master data • Ensured the team validated incoming requests for accuracy, completeness and compliance with data standards, while meeting customer service and audit requirements • Ensured MDM is an active stakeholder and team member in appropriate cross-functional initiatives • Promoted continuous improvement within MDM processes to efficiently/effectively manage requests • Developed a new request process and form using Adobe Acrobat to replace the current Excel one. By using this new form, I was able to save 10 minutes of the processing time per request (2 FTE/year), providing a stronger and more stable process throughout the organization by reducing processing time & printing costs, promoting standardization, complying with audit and increasing accuracy of the data going into SAP • Audited, reviewed and analyzed SAP data changes on a regular basis to ensure data was current and correct, as well as updates performed by authorized personnel • Applications: SAP MM, MS Office 2007, Citrix, WebEx, Windows XP, Adobe Forms Show less



Husky Energy

• Canada
• Oil and Gas
• 700 & Above Employee

• SAP MM Master Data Analyst

  • Aug 2006 - Sep 2010

  Enhanced master data, purchasing and inventory management functionalities on existing SAP MM environment. Responsible for effectively implementing Livelink solution for the procurement group. • Executed projects in conjunction with Business Unit needs to improve supply management processes • Developed from scratch a full cycle solution for all the master data touch points (material, service & vendor) their processes and training documents, ensuring accuracy and integrity of the data. Also provided specifications to give to the developers so that programs on SAP could be created by the ABAP Team • Built strong customer relationships with IT members, consultants, end users, purchasing and inventory management groups assisting them in decisions on the use of SAP • Performed extraction, manipulation and business analysis of data from SAP (MM) by using existing reports and developing several queries • Developed and presented workshops for new employees from plants that have been acquired by Husky in order to bring them up to speed and familiarized with Husky’s standard processes • Provided material and service master enhancements to all the 23 plants throughout Husky; its Supply Chain Management Groups, IT and Training Teams. Created opportunity statement with several recommendations to improve quality and integrity of internal business processes. Prepared training materials and deployed training as required • Improved my knowledge and business experience within master data, service master, supply management function including exposure to requisitioning, receiving, inventory management, logistics and vendor master • Responsible for developing and maintaining “Master Data Knowledge Centre” area at Husky’s Intranet and also on HDMS (using MS FrontPage & LiveLink) so that all the employees at Husky can have access to the documentation, processes & workflows • Applications: SAP MM, LSMW, Livelink, MS Office 2007, Citrix, ARIS, Jira, Adobe Pro, Windows XP Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Customer Support

  • Mar 2006 - Aug 2006

  Provided high quality customer service by successfully troubleshooting technical issues for users using PCs and cell phones, addressing their concerns and leading them through the resolution. • Performed detailed technical troubleshooting and problem analysis for customer’s issues leading them through to resolutions • Executed help desk consulting and activities such as installation, modification and software configuration • Mentored junior team members and facilitated the customer support process and methodology • Applications: MS Office 2003, SAP, Lotus Notes, Win XP Show less



Medea Group

• Project & Account Manager (COTS product)

  • Dec 2005 - Feb 2006

  Managed the deployment process of their COST product from end to end, addressing technical & business concerns, and identifying new opportunities or solutions to help grow revenue for company’s top 5 financial customers (HSBC, BMO, RBC, Scotia and GRS). • Demonstrated SPS system functionality to customers gathering business requirements and feedbacks • Reviewed and redesigned processes/procedures, employee’s responsibilities and relationship with clients, specifying everyone’s rule during the deployment process • Project managed the core piece of the application by documenting requirements and ongoing additions and modifications, managing budget discussions and approvals, reporting back to customers on scheduling making sure the deliverables were on track, developing documentation of enhancements, change requests and bug lists and providing status updates to clients up to final approvals • Applications: MS Office 2003, Photoshop, Acrobat, Win XP Show less



Eloqua

• United States
• Software Development
• 1 - 100 Employee

• CRM Product Specialist Team Leader (Salesforce - COTS product)

  • Feb 2002 - May 2005

  Managed the deployment process of their COST product from end to end (including Salesforce configuration), addressing technical & business concerns, and identifying new opportunities or solutions to help grow revenue from the existing client base. • Provided day-to-day Salesforce support, training, administration (managing user setup, profiles and roles) and software configuration (customization of objects, fields, record types, page layouts, workflows, triggers, data validations, reports and dashboards) • Conducted process, workflow and business requirements walkthroughs with clients to understand their expectations, challenges and business needs prior to software implementation • Responsible for the implementation and configuration aspects of Salesforce and COTS product package (all the modules) according to the client needs • Performed business acceptance tests including development and execution of test plans, coordination of testing effort and management of expected and actual results • Developed all the training materials and delivered training sessions to end users prior to go-live • Held periodic meetings with clients to measure their satisfaction and provided support after go-live • Successfully promoted ongoing product improvements to the development team by evaluating effectiveness, usability and accessibility optimizing the application functionalities • Oversaw a staff of 7 people focusing on coaching and on their deliverables while meeting with group goals • Enhanced UI and improved overall processes increasing software’s usability for the end users • Created best practice method for email marketing campaigns (layout, content and deployment) resulting in the highest click through ever for EloquaNow • Applications: Salesforce, MS Office 2003, FrontPage, HTML, UltraEdit, Photoshop, WebEx, Flash, Windows XP, NT, WS-FTP Show less



DBA

• Information Technology & Services
• 300 - 400 Employee

• SAP MM Business Analyst

  • Feb 1999 - Apr 2001

  • Implemented versions 4.0 and 4.6 as MM business functional analyst. Gathered business requirements with stakeholders, built program specs to assist the ABAP team within the development of LSMW in order to extract data from legacy system and import into SAP, developed business processes & procedures for clients, performed acceptance tests, prepared and deployed training to all the end users and provided support after go-live • Analyzed business requirements, configured SAP based on those requirements, executed unit and integration testing, and implemented the final SAP solution. Worked closely with all project teams to ensure all business requirements have been satisfied and that all integration points have been considered • Solid experience in providing training to end users. Validated, tested, updated and created training materials and data in the training environment as required. Prepared real exercises to support hands-on practice in the training environment; developed all the books/guides and special cheat sheets helping the end users to understand how to access and execute their main transactions (course material) Show less



Bloch Som Imagem

• Portal Developer and Designer

  • Jun 1996 - Jan 1999

  • In charge for whole lifecycle (beginning-to-end) developing concepts, navigation, interface features, graphics, layout, coding HTML & Applets Java, testing and for the quality assurance prior to the deployment • Responsible for the information architecture evaluating effectiveness, usability and accessibility for the entire content of each web site • Worked closely to the web design team and content team providing guidance • Developed transition strategy to build capacity of departmental team members to post material directly to the web, testing the functionality of each web site prior to posting the updates • Analyzed all the necessities for each project such as visual execution, consistency, content requirements, resources, timeframe and budget • Managed a staff of 15 people including developers, designers and content editors teams Show less